ServiceNow technology service management solution to be implemented Aug. 15

Aug 1, 2016

Pacific Technology is diligently working on the implementation of ServiceNow, a new service management solution for technology service requests.

This will replace current help desk ticketing systems used for service requests across the university, and result in a more flexible and service-oriented technology team. The original implementation date for the tool was Aug. 1. However, in order to thoroughly test and ensure a better experience for our users, we have delayed the rollout until Monday, Aug. 15. At that time, Technology Services will provide a live link and more supporting information.

Why the change to ServiceNow?Pacific Technology is implementing ServiceNow as part of an overall effort to provide more approachable, streamlined and consistent services for students, faculty, staff, alumni and campus visitors across the entire university. It is a key component of Pacific's broader Information Technology Service Management program focused on delivering sustainable, secure and innovative technology services that support Pacific's mission.

New features available through ServiceNow:

Self-Service: You will have access to a self-service online portal including a knowledge base for self-help and the ability to request assistance.

Visibility: You will be able to see the status of your request, know who the contact person is, and monitor progress at all times.

Improved customer service: Having technology requests reported in one place will better facilitate reporting and review by Pacific Technology for ongoing improvements.

What will stay the same?

You will still be able to call your technology service contact for assistance just as you do today, and the phone numbers for your Technology Services Providers are the same.

Service hours and locations are the same.

You will use your PacificNet ID to access ServiceNow, as with other Pacific services.

Upcoming events and information:

Recorded user training and job aids will be posted on the ServiceNow project website and in the self-service portal before implementation.

If you have questions regarding the ServiceNow implementation, please contact the Customer Support Center at 209.946.7400 or your department's Technology Services Provider.